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True Customer Obsession

July 28, 2020

Jeff Bezos on True Customer Obsession (emphasis mine)

There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.

Why? There are many advantages to a customer-centric approach, but here’s the big one: customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf. No customer ever asked Amazon to create the Prime membership program, but it sure turns out they wanted it, and I could give you many such examples.

Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight. A customer-obsessed culture best creates the conditions where all of that can happen.

☝️ From a letter to shareholders 23 years ago, there’s more I’ll sprinkle in another day

H/T to co-worker:

I also think being customer-focused is the focus that you really have to be the most deliberate about. And you have to be very diligent about it. You can’t just do it for a little while and then stop. It has to be continuous.

This is your name goes.
Or whatever, you make the rules.